We currently have an exciting opportunity to join us as a Customer Consumer Agent within our Customer Service Team.
In a nutshell, you will be responsible for:
Delivering a high standard of customer experience, by providing critical troubleshooting advice and resolving technical queries. Customer satisfaction and effective communication is of the highest priority in supporting the high-end products and services offered across the House of Rohl and Aqualisa product brands.
What you are already great at:
* Working as part of a team in delivering a high standard of service to our consumers.
* Handle approximately 20-25 inbound calls per day (25%).
* Escalate unresolved or complex issues to relevant department or higher-level when necessary.
* Engage and support the UK and EMEAA Sales force.
* Record consumer complaints/quality issues on CRM.
* Process orders, product registrations and refunds for card payments.
* Respond within department SLA to queries, product information, technical support, order discrepancies, warranty claims.
* Proactively action and manage emails sent to the team mailboxes.
* Collaborate with other departments and sister companies ensuring information and process are integrated and aligned.
* Full process handling for the return of faulty product, ensuring all relevant procedures are followed.
* Any other duties as required by the Manager for the smooth and efficient operation of the department.
* Record clear and accurate details of consumer interactions.
* Gather customer feedback to improve products, services and customer experience.
* Adhering to company policies and procedures.
For this role we would need you to demonstrate:
* Minimum of 2 years proven experience in contact/call centre/customer service environment.
* Experience of working within a premium/luxury brand (desired).
* Excellent written and spoken English (essential).
* Ability to use own initiative in a proactive manner.
* Strong attention to detail (essential).
* Possess the ability to problem solve, prioritise and work under pressure.
* Have excellent customer service, relationship and communication skills.
* Be proficient in MS Office Suites (desired).
* CXone/Hubspot CRM knowledge (desired).
* Enjoy working as part of a well-established team.
* Willingness for continuous learning and development
Core Competencies
* Passion for Excellence in the Customer Experience
* Ability to Retain Technical Information
* Problem Solving Skills
* Time Management and Organisation
* Adaptability, Flexibility and Resilience
* Emotional Intelligence
* Natural Drive and Initiative
Our Values :
Aligned – in our work together
Agile – in the face of challenge
Accountable – to our promises
Action – with integrity and transparency
Why work for us:
We reward our employees not just for the big headline results we reward our teams for how you have positively contributed to the business and that isn’t always defined by hitting a financial target.
We have a pay for performance culture and reward annually on results. In an ever changing environment its key that you are a curious and nimble learner. We succeed as a team so the ability to collaborate is essential. And to continue to grow and continually challenge you need to ensure you are able to both plan and align so we are all pulling in the same direction.
The Benefits Bit:
* 33 days holiday (inclusive of Bank Holidays)
* Employee Assistance Programme
* Annual Incentive Plan
* Life Assurance
* Health & Wellbeing Programme, including health cash plan and employee assistance
* Pension Plan
* High St Reward Scheme
* Refer a Friend Programme
* Free Parking
* Frequent Technology User Free Eye Care
* Employee Recognition Programme
* And as an employer who values you, you will be welcomed with open arms and supported to succeed.
Our Hiring Process:
1. You will be contacted by a member of our resourcing team for an initial discussion, this may be on Teams.
2. You will be invited to site for either a 1 or 2 stage process depending on the role.
3. We will inform you ahead of your interview what we will be discussing, we want to give you the opportunity to shine in these meetings.
4. Successful candidates will be notified and the start date will be confirmed for when you will be beginning your Fortunes Brand journey.
5. If you haven’t had a response to your application within 4 weeks, please consider your application unsuccessful. Due to the volume of applications received, we are unable to provide feedback on individual applications.
Please note due to the Christmas period, there may be a delay in responding to your application.